IT Service Management Support Engineer
4 weeks ago
We are seeking a highly motivated and experienced IT Service Management Support Engineer to join our team at Imizizi. This is an exciting opportunity for someone who is passionate about process improvement and has a strong background in ITSM.
**Job Summary:**
The IT Service Management Support Engineer will be responsible for providing exceptional support to our clients during German working hours, as well as participating in a 24/7 rotation basis. The ideal candidate will have experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy.
**Responsibilities:**
- Supporting clients during German working hours and participating in a 24/7 rotation basis
- Providing technical support and resolving incidents, requests, and problems
- Actioning and resolving incident tickets, universal requests, and critical incident management tickets
- Raising and leading tasks for problem management tickets
- Actioning and coordinating change management tasks and tickets
- Performing daily handover and start-up tasks to ensure operational support
- Ensuring that all processes have been investigated and considered in obtaining user requirements
**Requirements:**
- ITIL knowledge and experience
- Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy
- Any additional responsibilities assigned in the Agile Working Model (AWM) Team Charter
**Desirable Skills:**
- Knowledge of IT processes: manage configuration, manage problems, manage change, manage request fulfillment, manage incidents, experience with manage knowledge, ITSM reporting
- Strong analytical and problem-solving skills with high attention to detail
- Ability to relate and interact with various stakeholders at different organisational levels
- Proactive and able to provide new ideas for improvement of processes and work methods
- Collaborating effectively with others to achieve common goals
**What We Offer:**
We offer a competitive salary of approximately $65,000 - $80,000 per year, depending on experience, as well as opportunities for professional growth and development. If you are a motivated individual with the necessary qualifications and experience, we invite you to submit your CV for consideration.
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